Minnesota Administrative Rules

7826.1200 CALL CENTER RESPONSE TIME.

Subpart 1.

Calls to business office.

On an annual basis, utilities shall answer 80 percent of calls made to the business office during regular business hours within 20 seconds. "Answer" means that an operator or representative is ready to render assistance or accept the information to handle the call. Acknowledging that the customer is waiting on the line and will be served in turn is not an answer. If the utility uses an automated call-processing system, the 20-second period begins when the customer has selected a menu option to speak to a live operator or representative. Utilities using automatic call-processing systems must provide that option, and they must not delay connecting the caller to a live operator or representative for purposes of playing promotional announcements.

Subp. 2.

Calls regarding service interruptions.

On an annual basis, utilities shall answer 80 percent of calls directed to the telephone number for reporting service interruptions within 20 seconds. "Answer" may mean connecting the caller to a recording providing, to the extent practicable, at least the following information:

A.

the number of customers affected by the interruption;

B.

the cause of the interruption;

C.

the location of the interruption; and

D.

the utility's best estimate of when service will be restored, by geographical area.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003